Project Manager Management
Resume:
Laura J Young
***********@*****.***
EXPERIENCE SUMMARY
Senior IT Service Management consultant with 15 years in IT operations and
extensive ITIL implementation process experience that includes process
mapping, and project management for Fortune 100 companies. Results driven
to bring change, standardization, efficiency, and cost reduction utilizing
industry standards and best practices. A strategic thinker who can bring
innovation and continuous improvement to IT operations and project
execution.
IT Infrastructure Library (ITIL) Project Management, PMO Governance;
Foundations CERTIFIED V2.0 and V3.0 mentoring, score cards, cost tracking
ITIL V3 Service Transition
Service Support and Delivery: Six Sigma-Green belt
Incident, Problem, Service Requests,
Change, Availability (Service
Design), Portfolio, and SLA
Management
IT Key Performance Metrics Clarity and BMC Remedy.
CMMI Vendor/Resource Management
PROFESSIONAL EXPERIENCE
Modis,Inc. Burlington, Mass.
2/2010 - Current
Consultant on a government contract in Virginia for Service Delivery;
Liaison for internal and external customer data center projects and service
requests.
ITIL v3 Consultant
Open Sky, LLC Tolland, Connecticut
3/2010-6/2010
Designed and delivered ITIL V3 based Service Transition audit template with
a focus on key deliverables from each process area and inputs from Service
Strategy and Service Design.
Process Support Consultant 8/2009
-12/2009
CIGNA Insurance, Bloomfield,
CT
Support for IT Service Management operations transition to new
vendor; editing SOW, process gap analysis, process mapping and development
of Incident and Problem documentation for higher efficiency and
effectiveness in service operations. Reviewed existing IT operations
processes for continuous improvement recommendations.
IT Process and Problem Management 12/2008-
3/2009
AFFINION GROUP, Trumbull, CT
Designed and delivered ITIL V3.0 integration of Incident, Problem, and
Change Management that incorporated repeatable and measureable processes.
Position terminated due to economical issues and change in management.
. Audited gaps in current processes to determine ITIL V3 compliance for
Incident, Problem and performance measurement.
. Designed and documented operational workflow models.
. Emphasized Data Driven results: Defined and developed a holistic
lifecycle approach to processes that emphasized ownership and process
consistency measured by performance metrics which resulted in first time
visibility into IT availability and failed Changes.
. Refined, simplified and standardized the Incident severity definitions
and escalation process that achieved consistency globally.
. Created a Global Problem Mgmt Council to support the Problem Management
process for review and refinement of data reliability for monthly
performance reporting and service improvements.
. Audited and collaborated on the configuration of Remedy to support
Incident, Problem and Change Management processes. Defined fields and
forms.
Consultant: ITIL Incident and Change
4/2008- 8/2008
BANK OF AMERICA, Charlotte, NC
Subject matter expert for the deployment of ITIL V2.0. Audit of gaps in
Incident & Change Management processes. Project cut short due to funding
restraints.
. Wrote and publish Standard Operating Procedures manual for ITIL
Incident and Change processes.
. Designed screenshots and configured screens to support the documented
Incident and Change Management processes
. Wrote and published training material and delivered ITIL presentations
that built an understanding of ITIL Service Support and Delivery
processes and history.
. Designed and developed templates for proposed key Performance Metrics
. Wrote and published Desktop Quick Reference Guides for Change and
Incident.
IT Process / Project Manager
5/2005-7/2007
GMAC FS, Winston Salem, NC
Provided thought leadership, problem resolution and creative thinking for
the development of a Project execution methodology utilizing SEI and CMMi
framework; full project lifecycle templates, practice guides and
checklists.
. Authored and developed Technical and Infrastructure Design Hosting
Requirements document for integration with SDLC resulting in
standardization of process to request new servers and database in the
Design phase of a project.
. Acted as key liaison between Application development project teams for
database and hardware requirements review which tied into and
contributed to IT Capacity forecasting and planning, on-time delivery
and correctly sized of hardware needs.
. Drove continuous improvement for Project Methodology and ITIL Service
Support processes.
. Functional Requirements Lead for CLARITY project configuration.
. Project Manager for the re-engineering of the Mainframe Disaster
Recovery process leading to successful DR tests.
. Project Manager for network integration for Datacenter
Merger/Integration Project
. Project Manager for Information Life Cycle Management (ILM) for
electronic business records: design, wrote requirements, and deployment
plans for business document retention policy. What is a "business
record", how the record is classified, and how long is it retained.
. Asset & IT Standards Management Lead: Facilitated new policies,
processes and templates.
Consultant: IT Standards Process / Project Manger
4/2004- 4/2005
GMAC FS, Detroit, MI
Developed and defined policies and processes for IT Standards and Vendor
Management. This assignment involved a great deal of creativity,
perception, initiative, and defining decision points where clarity of
policies and procedures were not fully developed or in existence.
. Facilitated the Technology Vendor Management Council: SLA Vendor
Management, Scorecards and new technology review.
. Communicated and mentored PMO standards and conducted project plan
reviews.
. Designed, documented and communicated IT Standards roles and
responsibilities to the Global IT Standards Council for technology
deviations, new technology requests, pilots, and approval process.
. Developed training material for new IT Standards and Asset Management
workflow process.
. Developed and published Vendor SLA Quarterly Scorecards for Executive
review.
Consultant: Incident, Problem and Metrics Management
2/2000 - 3/2004
GENERAL MOTORS, Detroit, MI
Built and drove ITIL V2.0 Global Incident, Problem and Availability
Management globally from the grass roots bringing together internal staff
and vendors for review and management of Incidents, Root Cause Analysis,
and Problem management for corrective action.
Resulted in:
. 66.62% reduction in delayed vehicle units due to IT (over 4 years).
. 40.0% reduction in Severity 1 outage incidents (over 4 years).
. Application Availability improvement from 96.50% to 98.95%
. Authored and published the weekly Incident Report and monthly Global
Performance Metrics.
Collaborated and drove the development and management of a $40million
dollar annual project Global IT Portfolio.
Consultant : Project Manager for Contingency Planning-Y2K
8/1999 - 2/2000
DAIMLER CHRYSLER, Auburn Hills, MI
Responsible for documentation, coordination and facilitation of a disaster
recovery plan for assigned auto manufacturing plants where none had
previously existed
. Developed templates for System Audits to facilitate documentation of
systems for Plant Managers, which resulted in building a strong
working relationship, as well as, completing a the Risk Assessment and
Disaster Recovery plan ahead of schedule.
. Conducted negotiations with key OEMs to provide dedicated services
over the Y2K roll over period.
Consultant: Project Manager for Contingency Planning-Y2K
7/1998-7/1999
BLUE CROSS BLUE SHIELD PLAN OF MICHIGAN, Detroit, MI
Ensured 1,000 BCBS retail electronic pharmaceutical trading partners were
ready for Y2K. Successfully coordinated completed compliance with
electronic trading partners on time and with budget.
EDUCATION / TRAINING
B.A., Liberal Arts,
Boston University, Boston, Ma.
. Certified in IT Infrastructure Library (ITIL) Foundation V 2.0,
V3.0
. Certified Six Sigma Green Belt
. Certified in SDLC Project Management
. Information Life Cycle Management (ILM)- Document Life cycle
Management
. GM University: Skills for Success:
> IT Overview: Business Implications
> IT Architectures and Infrastructure
> Telecommunications, Networks and System Security
. Brokerage experienced: Licensed in NASD Series 7, Commodities,
Annuities, and Personal Lines Insurance products (not active)
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